Losing the quality wars

There are days when I feel optimistic that lawyers can rise to the challenges before us and take the lead in the new legal marketplace now emerging worldwide. And then there are days like today.

Three data points for you. The first from a friend who sent along this item from the 2010 ACC/Serengeti Managing Outside Counsel Survey:

Slightly more than 40% of in-house counsel believe that the value of the work performed by at least some of their outside counsel declined during 2010. About 55% of in-house counsel provided some specific suggestions to their outside lawyers as to how the quality of services could be improved.

The second, from an outstanding article by USC Law School’s Gillian Hadfield:

Surprisingly, the complaints I hear focus far more on the value of legal work than on the cost. This focus is surprising because during the last decade or so, the cost of legal services and procedures has soared. One recent industry survey concluded that law firm prices had increased 75 percent since 2000, far outstripping a 20 percent growth in non-law firm costs. … But the cost problem only sharpens the sting of complaints about value: Clients feel that they are paying more and more for legal work that helps them out less and less.

The third, from a LexisNexis Martindale-Hubbell survey (as reported by the AmLaw Daily) about law firm “efforts” to solicit and implement feedback from clients:

More than 70 percent of law firms responded that client feedback affects the way their lawyers conduct business … yet fewer than half (48 percent) formally solicit client critiques and just one-third communicate the feedback to lawyers. … Corporate counsel report that one of their biggest frustrations is giving feedback that is neither properly fed back to relevant parties in the firm, nor acted upon. … 56 percent of firms reported that their lawyers were either “ambivalent” or “not enthusiastic” about any attempts to actively communicate with clients.

Folks, it’s one thing to be defeated by superior forces with a better product or service. It’s another to lose before we begin because we couldn’t even be bothered to show up for the fight.

It should be clear enough by now that client work is segmenting into a small number of mission-critical matters and growing piles of ordinary and commoditized tasks. It also should be clear that highly efficient and systematic competitors from outside the profession have targeted those piles and are on a mission to own them. We are getting beaten up on both price and convenience because we don’t take either of these pillars of business success seriously. None of this, unfortunately, is new to lawyers.

But the one thing we could always fall back on, the foundation stone of our professional edifice, is that we deliver high-quality legal work when it counts. Competitors without our training, expertise and ethics might take away all that basic low-margin commodity work, what with their relentless focus on efficiency and customer service. But no computer, no paralegal, no foreign attorney will ever be able to replace the high-quality legal solutions we deliver to our clients. That belief lies at the heart of what I can only call our continued widespread complacency in the face of extraordinary market change.

And that’s fine. But if high-quality legal solutions are the foundation of our offering, then the three points listed above should strike fear. Because if we lose our clients on quality — if clients come to perceive, and a disturbing number already do, that the quality of lawyers’ services is declining and that we don’t seem to care — then we are in serious danger. Clients will always pay us whatever we charge for one thing: high-quality services that deliver verifiably high value. If that foundation crumbles — if our quality suffers and our value, already questionable, declines further — what do we think is going to happen next?

I want to see the legal profession win the coming battles for the lion’s share of the legal marketplace. But if it’s not asking too much, could we at least arrive at the battlefield on time and give it our best shot?

Jordan Furlong delivers dynamic and thought-provoking presentations to law firms and legal organizations throughout North America on how to survive and profit from the extraordinary changes underway in the legal services marketplace. He is a partner with Edge International and a senior consultant with Stem Legal Web Enterprises.


  1. Ken Adams

    Are clients in a good position to assess the quality and value of the work performed for them by law firms? (When it comes to contract drafting, the quality, at law firms and companies, generally ranges from mediocre to wretched.) Maybe what we’re dealing with here is the perception of quality and value.

  2. Mary

    TAMARA!!! We love them! Can’t wait to get my copies so I can put them up all over my house. You rlelay do work that brings such happiness to people! You are such a joy and a pleasure to be around too .icing on the incredible work you produce. Big shout out to Will too! Dynamic duo!! xxxxx- Justin and Amanda

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